ADT Self Setup Reviews

Had a problem with keypad, they are sending me a new one. The girl was very nice and did what was needed. Thanks.

Going through the process of diagnosing the problem and fixing the problem by replacing the base was easy and handled extremely professionally. The new base was received very quickly and shipping the old one back was easy as well!! One of the best customer service experiences I have ever had!!!

Chris has been very helpful in making sure my permit is in the system. He has called the City of Mesa several times to see what the status is and has given me a call to tell me where we stand on this issue. Chris is a asset to your organization.

Had heavy rains and service disconnect. Called for help and got some technical help. Had some issues to get my home page back on. Came to find out it had changed. Both me and the tech were confused. It seemed that the home page has changed. But all was disconnect and I was good to go.

Representative was courteous and efficient in resolving my keypad issue. I also placed an order for an additional outside camera.

I had to replace a broken keychain device and the return and activation was very smooth and easy.

Before I begin, the incident was a false alarm. I triggered the smoke alarm while cleaning the oven but what made it relevant was immediate response I received from LifeShield and the immediate appearance of the Fire Department. I made the mistake of giving an incorrect passcode and LifeShield operators took that as potential problem and had the Fire Department dispatched. How the scenario played out was a negative on me (note to self about the different passcode), but the positive was the coverage I received and knowing that the additional layer of assurance I have that protects my family and property... Bravo LifeShield!

Tablet showed bedroom window communication lost... After calling LifeShield a DirecTV technician came and fixed problem.

Tech support - Helped me updated my security camera.

Needed to get a new password and had no problem.

I called regarding my alarm system not working because I changed Internet providers and technical support helped me to get it back on.

I called with an issue and it was very easy to get the proper help. Thank you!

My alarm has been down for over a week because. I've made various calls and tech support could not fix the problem. They wanted me to buy a signal enhancer which I did not need. Last night the rep was very thorough and fixed my problem. I almost switched to ADT had it not been for her.

The install was not up to par. It doesn't match the technical support.

Overall, I love their services because all my services was solved. The customer service was patient and solved everything I needed. Thank you.

Very helpful and resolved the problem in a reasonable time.

Customer service agent was very helpful in resolving my issues.

Did everything that they could do to help me correct the problem with my outage in my system going down.

Chris in your tech support department was very caring and patient while assisting me in fixing our LifeShield system which had gone out. He is located in Pennsylvania. He patiently spent a good deal of time on the phone with me to detect the problem and fixing it. Thank you, Chris!!

I called about the recent update to the tablet device that happened on 11/11/15. It changed the customer's view from what was installed with the equipment to exactly what is on the phone app. I was trying to get it changed back. Not a fan of the change. The older version was way more customer friendly. I liked being able to touch the icon and just swipe it to where I wanted it to go. It was also much easier to tell when you have an error message or a sensor not operating properly. Dan was very nice and checked into it. He explained the update cannot be reversed. I was happy with him but if you're looking for feedback the update is not a good change. Dan also assisted me with connectivity issues I'm having with weak wireless signal kicking out my sensors that are far from the modem.

There are two paths to excellence. Getting it Right or Making it Right. In this case, even though my order was incorrectly filled, your support staff Made it Right by correcting the mistake with no penalty to me.

System was offline due to a broadband outage. Customer Service Associate was EXCELLENT!

Good customer service in programming key chain. Thanks.

Representative was very helpful. She answered all my questions and provided extra information for the future. So far all representatives have been friendly and knowledgeable. Instructions that were given were easy to understand and complete.

All questions asked were explained so there wouldn't be a debt with the account.

Loss of internet service. Very helpful in getting service restored.

The review would have been 5+ but I got hung up on many times then when I reached the first agent. Not helpful then put me on hold for over 30 minutes. The tech who assisted after the long wait was awesome! She took her time and help me with my issues!

The tech explained what is happening and I now understand the reason it is not reconnecting. He did a great job of explaining and I am satisfied. Still wish that there were some way to reconnect it when I am out of town.

I called in with an issue logging into the online portal due to an invalid password. The customer service rep was able to reset my password immediately and I was again able to log into the portal. I couldn't be more satisfied with the help and the speed at which it was given. Thank You Lifeshield!

Two nights in a row in mid Oct. the burglar alarm went off. After receiving a phone call from your representative, determined no one tried to breach front door. An alarm going off for no apparent reason isn't good. Other times received emails where sensors were lost. I never feel like I'm being protected like I should. Don't know if keypad at door is part of the problem. Have had problems setting or releasing alarm with keypad - have to go to tablet...

Very happy that the representative help try and solve our fire sensor issue. He determined that it needed to be replaced. They will send a replacement free of charge. Thank you LifeShield.

I had the sliding door fix in the family room. In doing so I did not aligned it between the 3 pots on the upper sensor. Because of that the door did not show ready. In talking with the customer service tech, she set me straight and within 3 minutes all was taken care of.

Great customer service. I had a question regarding how long I had to enter the code before I would get a call. Person on the phone was very nice and gave me an explanation I could understand.

LifeShield Problem Issue. Now that I have your direct telephone number, all is well. I appreciate the Professional Service in solving the issue on a timely basis.

I received a call because my water sensor went off. I was traveling and had to have a neighbor check. It seems the tamper switch released. I appreciate the call but why wasn't your service rep aware it was a tamper switch issue not a water problem?

I am very pleased with service that I received from your representative. She was very helpful and took care of my issue.

I am following up in regards to my last two service calls over the past week. Both representatives were extremely friendly, helpful and knowledgeable. They definitely deserve recognition for their work.

I was having a VERY bad time with my security system. It kept losing touch with the sensors. Therefore absolutely of no use to us. The tech got everything working again. I will hope that it keeps working now. If not, **.

Followed Michael's instruction without any problem. Now the camera is working well. Thanks a lot.

Monitoring certificate needed to submit to insurance. I received the information immediately without any hassle.

Because of the new update our camera failed and a new one was mailed. My husband spoke to a customer service rep about setting it up when he should have been directly connected with tech support. But all was set up and works now. Would have liked a re-Check of our system as told at first install.

Excellent customer service.

The old unit acting erratically. It sounded alarm when the is secure.

The lady that I talked to was very pleasant and knew what she was taking about.

As soon as we had an issue we called and were helped after a short waiting period. The issues were resolved fairly quickly and everyone we spoke with was very friendly.

The sensor on my back door keeps losing communication with the base. I called it in before and was told not to have anything on top of the base. John understood my frustration and offered to replace the sensor.

Our camera went out. The tech helped me troubleshoot and when that didn't work, quickly ordered us a new camera. Very happy with the service.

They were great in guiding me through to get connected back so my service was not lost but for a short time. She walked me through it without difficulty. Thank you very much for the fine service. A satisfied customer of several years...

Connection failure due to changing internet provider. Technician was helpful in getting my issue resolved. He worked with our new internet provider to resolve that issue.

Perfect support for the replacement including prepaid return label for defective sensor. Much of an improvement over the bad experience with the fire siren detector that became defective and thus did not trigger an alarm when the sensor activated, probably defective for months. Then two times spoke with reps and both times they failed to place the order for the new one.

I was satisfied with the specialist who helped me in this matter. He was polite and professional in what he was doing. The problem was taken care of in a timely matter.

I called for help with getting the LifeShield started again. I tripped the alarm, and in a panic, pulled all the wires loose to try to stop it. Within minutes my cell phone rang and she asked if everything was alright. I told her what happened and I wasn't able to stop it. She disconnected it for me. Then, I didn't know how to get it started again, and called the help line after finding my passcode (which I had forgotten). He was helpful, and successful in getting me going again. Very happy with the service and results!

Tech support has been very helpful each time I have contacted them and have help me resolve each issue.

Every time we call they help us always, and solve the problem that we are having with the system.

Very kind, helpful and understanding. Would definitely recommend to others.

This service was performed Thursday, November 5, 2015. To the best of my knowledge, we've had no lost sensors. I have not checked the camera when I was away today but I am assuming it is working. It was working yesterday when the David, the service rep was here.

I could not get the camera to work but I got the help and it worked.

Chad was great and went beyond what I've been experiencing with DirecTV. Also, previous customer service with LifeShield has been good. But Chad was 5 stars for he followed through with the issue to resolution. DirecTV will start credit in December. Plus LifeShield credited November's bill. Thank You.

My account was debited twice in a month. I called to have it rectified and it was handled easily.

Continued problems with the reliability of the system since initial install. After numerous calls I finally got someone to help. A repeater was recommended and sent at no charge. A technician responded and repaired a camera that had not worked since the first week of installation and which I had continued to pay for. In the week or so since the assistance of the technician everything seems to be working fine but I will reserve comment and wait to see how things are working a few months from now. I must also say that the technician was OUTSTANDING. He was knowledgeable and friendly and was not in a hurry unlike some folks I spoke with over the past few months at customer service. If this review was based solely on the help received from the tech it would have been five stars across the board.

The tech walked me through the resetting of the window alarm while he did something on his end. Fixed the problem. Window alarm is back in service.

I don't feel we should pay for supplies every time we need something new. Just saying.

Back on 10/14/15 it was after great length to resolve 2 simple issues of connectivity as usual but made to be extended issues by your tech team, ultimately “tier 2” team for which, as always, blame the equipment and ultimately insisted I be mailed a new camera to resolve the issue. If you look at the account I had with your company you can see I’ve placed no less than 20 phone calls asking for support in the 2 years of service for failed equipment - LACK OF SECURITY.

I have no complaints.

Battery was shipped to the wrong address but the lady took care of the situation a month later after I called and asked where my battery was. However, I do not appreciate having to pay for a battery that is dying and also having to pay for a high shipping fee. The shipping fee Cost more than two times the battery alone! In any case, the shipping fee should be free!

I would love to actually review the product, but after 4 failed installation attempts, I'm sending this system back. Following the first 2 attempts to get the system working I was told the system could not function because I had static IP addresses, and the system was only designed to work with dynamic IP addresses. There was nothing further they could do until I made the change. I did make that change and two more failed attempts later, I was told that the system cameras would not work because they required Static IP addresses, and not the dynamic ones I changed to at their request.

The installer that you sent to my home was very courteous and went about the installation quietly. He was thorough, I was very pleased with the job he did. I feel I have the top of the line security system. I have had two former security systems, this is my third, and by far the most comforting and very easy to operate. I would never go back to any former alarm Company. I think I have the best.

I really like the system. Especially the ability to monitor my home with my phone. I had a burglary recently, the alarm did what it was supposed deter the burglar from going in.

Alan was patient and kept calling me back after our line disconnected many times. He was kind and helpful.

Since got the security system, the back door and garage door sensors stop working on their own, and then we can't arm the system until we try to get the sensors to clear up.

Key Pad quit working. Tech support walked me through the process to activate the keypad.

I was calling to find out what I needed to do because I am moving. The rep was very, very helpful and calm when I asked questions! Excellent customer service!

Agent was very helpful, I was very satisfy with their assistance.

System is working again. Tech coming out to re-set the camera.

Very knowledgeable and helpful tech representative.

We have a surround sound system and the remote wasn't changing volume using it. Representative came out and fixed the problem.

Thanks for sending me out a new remote control as this one broke after just a few months. The other thing I am not happy with is that I was suppose to get a reduced rate on the service and I am not getting it. It was to be $20.00 monthly and only getting the original $10.00 monthly. Not a happy customer.

Hello :-) I guess I'm going to describe my general customer service experiences with LifeShield, as opposed to my most recent call specifically, because I have contacted LifeShield around a dozen times this year. I have always been very satisfied with LifeShield customer support. They are always patient, friendly, and try their best to fix the problem.

Excellent customer service by John (on the floor).

The rep was very helpful and quick to resolve my issue.

Could not arm system using tablet. Every time I turned it on it showed the battery icon and turned itself off.

Had trouble resetting password and got locked out of system. The Technician was knowledgeable and quick to respond.

I feel safer with it. There has been a few problems that has come up with it, like it wouldn't come on a couple of times but I called and you were right on top of it and we got it fixed. One of the sensors fell off and you had to send a tech out to fix it. His name is Justin and he is amazing. He is the one that installed my system. Very nice guy who goes above and beyond his duty to help you in any way he can. He deserves a raise, please give it to him. I really cannot put into words how good he really is. Hopefully I won't have any more problems, but if I do please send Justin out to take care of it.

It's a great system but I have had a few issues. Part of the problem is who I have for internet. Other than that I have been happy with my system.

Had a few problems with self-install. Called customer service and problem was solved in 5 minutes. Knowledgeable reps, friendly and quick problem solvers.

Heard a beep at 45 sec intervals coming from the console. Checked messages, looked at settings, and reviewed warnings. It still kept beeping. Called help line. Emily listened and went right to trying to solve the problem. No luck. Everything worked correctly; but it still beeped. Last chance remedy suggested was to remove all power, then restore it to reset the unit. When I removed the shelf covering the wire to the console and put it on the bed, I returned and removed all power -- that's when I heard the BEEP come from the BED! I had to tell Emily that it was my wife's phone in her purse that was on the shelf. We had a good laugh. I really appreciated her patience!

Smallest movement of door would not let us arm it. Push on door and sensor would work. Tech answered all my questions.

I called for assistance in the clearance of a HOME ALERT. The service and rep were informed and courteous.

Needed help logging on. Representative was helpful, professional and patient, stayed with me until problem was solved.

I have a bad habit of forgetting to turn off my alarm. Thank heaven for LifeShield. Quick call. Perfect.

System froze up, could not arm it from the keypad. The first call they helped me arm the system with the key chain armer. Later they helped me reset the wifi setting and it is working fine now.

I called to make sure there wasn't an issue since my son set the alarm off and I disabled it remotely. The interaction with your CSA was excellent but the time it took me to get routed to the right person could of been shorter. When I called the toll free number from website I was forwarded a couple times. I think when I call in the first person I speak with should be able to answer an alarm event question.

Power was off and the door opening warnings had stopped. The agent talked me through the rebooting process and stayed on the line until he was sure the system was back up and running.

Had questions about my system and the internet site for LifeShield that were quickly answered.

Billing. I gave reason about payment on why I’m not able to pay on a certain date. Tried to get it changed. Wasn’t eligible.

Called to ask why I was double billed. Also do I get a discount because we have DirecTV?

From the start, system has been a problem. I have had to call at least 3 time in the last two months because system is inoperative. Your support people are saying that the main base is too close to other computer stuff in the room. I explained to them that it's where the guy installed it!

Called in for help with the tablet. They were very nice and helpful. I am pleased with your service and people. The problem was with my internet and that was solved. Everything is working fine. People are very nice and polite and explain everything.

He answered my questions and reset my account. Very efficient. Nice young man.

Just wanted to change billing to a different credit card. Rep took care of this without problem.

On Sunday morning when I started to disarm the system from the "stay" setting which I entered the previous evening, the alarm appeared to be offline. The pad screen was gray and did not respond to my attempts to access the usual "ready" screen. I checked the connection with the AT&T power source and found that the green light was still on. I then called for assistance. The call was answered in a very timely manner and the representative was very cordial. By the time I explained the issue however, the screen had been restored.

I could not disengage the alarm because the keychain fob broke and I didn't remember my code. The rep was very helpful.

Was very pleased with Gen Mgr ** and his attention to my problem. He was able to get a technician Ron ** to come out and fix my problem. We have been quite happy with our service and response.

The technician was very helpful and solved the matter within minutes. Thanks!

If it didn't take so long to complete this transaction I would probably rate this a 5 star. This time lapse causes a severe loss of security coverage. Some thought should be given to providing 2-day delivery service. This would decrease the security lapse time immensely.

Trouble with setting alarm happens a least once a month. Keypad always saying not ready or alarm won't shut off when you enter security code.

The lady who took my call was extremely helpful, explaining that indeed there had been a brief outage but restored within minutes. Next she walked me through resetting my camera due to a change in router. I give her an A++ for courteous service and knowledge of your product.

The customer support has been very courteous and knowledgeable. However, I have had continuous problems with losing multiple sensors which can be seen by reviewing my account.

I was very happy with the customer service rep. She was very nice. I am extremely unhappy with your mobile app. It sucks!

I went to turn my alarm off and it said Alarm disconnected. Went to put my numbers in and it wouldn't take it. Security Shield called asked if I was ok and said she asked for passcode and I couldn't remember it. She told me how to turn the alarm off. I did but 2 minutes later The police was at my door. My son was called within a matter of minutes. Called technical support to see what happened. He told me what to do next time my systems says that. But thankful for the way it worked.

We experienced a technical issue with our entry pad. I was able to call, leave my number and a technician contacted me within 15 minutes. He was pleasant, professional and assisted me in correcting the issue.

Except that I have little, mostly no AT&T cell coverage where I live in Maine the system is good. The fact that it disconnects when a power outage occurs is very disappointing. You need to work on better cell coverage for back up.

The helper was very patient and helpful as she walked us through what we needed to do to correct the problem.

Each of your reps are knowledgeable and very helpful.

Support tech was very professional and patient with my request for assistance to add a key fob to my security unit. It took me several times to understand how to add this unit. The support tech was extremely patient even though I was getting frustrated because I could not get the system to add. I was pushing the wrong buttons. She walked me through the process to its completion and successfully added the key fob. Thank you!!

You rep was kind and understanding since I was a little distressed with the alarm blaring in the background and I could not find my password to turn off the system. A overcast sky had caused the wi-fi to go out and the system would not disarm with my master code. Your rep explained the differences in the key pads and reminded me about my key fob. Was very helpful, I now understand my system much better and won’t forget the password. He was very informative. I appreciate that I was not treated like an idiot. It was quite refreshing.

I call cause the alarm is still in practice mode but they let me know what to do next which I did. I just need to received the permit from the police department by mail. Once I get it I'll call you so you can have. I would like for you to not charged me until the alarm is on. I had to call. I never received a call but shield alarm.

I had a problem again with the keypad on the wall already needing reset again. The tech support helped me. There needs to be an easier way to get the front of the keypad off. And why does the keypad need reset so often?

Would have been perfect, had agent known the equipment I had. Wasted a bit of time at the beginning of the call.

It appears that the problem has been solved.

The guy I spoke with most recently was patient, helpful, friendly and professional!

LifeShield should monitor bad sensors. I had several sensor that went bad as well of my 2 remote controllers. I had 11 bad sensors. They never contacted me to see what was going on. Good customer service but not good on the system health.

The system works sometimes. Mostly it doesn't. There was a notice that the Wi-Fi was down, the system is mostly inaccurate as it almost shows not ready and your agents can't seem to help.

I called to cancel our service and the rep who was finally able to help me was very nice. One issue that may need to be cleared up is warm transferring. I had already been verified and given a callback number and reason for my call, but when I was transferred to the correct department, I had to repeat all that information even though the original rep said he would warm transfer me. It was relatively easy to cancel my service, but it was clear the rep was required to make several different offers to keep the customer. It was a little frustrating, but wasn't too over the top and didn't take too long. Overall, the customer service was good!

I spoke to a good Tech Rep that was very patient and knowledgeable. I was frustrated with the system because I had been trying to resolve the issue over 4 hours. She made me feel valued and the issue would be resolved. Need more agents like her.

Very professional and efficient service provided.

My front door sensor was faulty and would cause false alarms randomly. I have incurred county fines due to police coming to check my house. When I called LifeShield, tech support assisted in placing my door alarm in convenience mode so it wouldn't trip the alarm and once I was home, they assisted in checking sensor placement etc. I was told new sensors would be shipped and arrive by Tuesday (I spoke with staff on a Friday). The sensors did not arrive until the following Friday which meant my front door was vulnerable for 1 week. Luckily I have neighbors that are always home to keep an eye on my home. When the sensor finally arrived, tech support was efficient in making sure it was properly activated.

I called Tech Support because my base keypad unit one day wouldn't disarm and I had to grab my tablet to disarm the system. Then the next night the base keypad unit wouldn't arm the security system and again I had to grab my tablet. Tech Support walked me through a reset or "reboot" of my base unit and it cleared up the problem! Now I will know how to reset it if it ever happens again! The technician was helpful, patient and very polite! I love my system and I love LifeShield!

The battery on my alarm went out. The man helped me reboot it and it works fine but there is something wrong with my lights in the kitchen because it throws my breaker and that is what happened. Having someone look at it tomorrow to see what is wrong.

Your are doing a good job.

I discovered I was not covered 2 nights due some drop in Internet service. I need to feel protected all the time I need. I think LifeShield should consider to add or change to gps service, so no wires, or Internet can cause drop outs. The tech support personnel was very nice tho. Happy with that.

Called because the system was acting up due to operator hitting the wrong buttons! Got a GREAT customer service rep that took the time to figure out what I screwed up. She was able to look at the system and in time figure out what I did and then correct the problem. System is all back to normal... Thanks!

My keypad issue was solved quickly and efficiently. The sensor installation was not successful.

At this time, only an onsite technician has been scheduled to solve my problem. The person on the phone had to refer me to DirecTV to get a technician scheduled. The person on the phone was not helpful. I had to force him into getting an onsite technician to be scheduled.

I had a very helpful customer rep, and hope more people get her. She was quick, efficient, and patient. Her name was Ny. I hope to get more people like her. Thank you.

Information on how to do computer downloading. I spoke with Jackie. She was very nice and helpful! Oh! I also spoke with two other reps earlier that day. I forgot the lady's name, but she transferred me to Warren. We had a minor setback, but he redeemed himself. They were cool.

You doing good.

My wife set off the alarm and they was very fast in the response.

All of my service has been excellent as of this date.

Fast response, resolved the problem in a few minutes, thank you.

3 days ago my smoke sensor went off at the monitoring station but not at my house and they dispatch the fire department after they said it was cancelled and they had to turn off my smoke sensor. Yesterday I left and forgot to turn off the alarm and monitoring - called my secondary person before they called me and my secondary person called me. When I went to turn off from phone app it would not accept my password, I has to call tech support where a wonderful tech assisted me. Robert, the tech's name, once disabled I attempted to arm alarm through phone app and it allowed me. I was late getting my grandson from school. Tech said it showed that call to police was cancelled, but my keypad should lose. Tech stayed on phone until I got home to fix keypad.

I was very pleased with Sharon. She was very knowledgeable, courteous, patient. She answered all my questions to my satisfaction and when I called her back she was just as pleasant and courteous and reassured me that everything that we talked about happened.

I am extremely satisfied with everything: the alarm operation, Customer Service, and the internet service. Good IT.

Cancellation inquiry specialist "Warren" helped me lower my bill by $10.00 after I explained my circumstances.

Lifeshield personnel are always very helpful and courteous, professional, and patient as well.

I was taken care of very quickly and efficiently. Great job.

I originally called for some questions in regard to my keychain remote but came up with other questions and the gentleman was very good explaining everything to me. So I also decided to buy another keychain remote for my son. He was awesome.

Tomeka was helpful, courteous, competent, and effective in answering my questions and addressing my concerns.

Phenomenal customer service. I can't say enough for the call center assistance and training.

Had been a problem with login on my computer. I think the problem is solved, got new password. It is working fine now. Thanks for the patience of customer service ladies that helped me with the problem. Thanks again.